Operations Manager - Auto Glass Replacement

Salaried/Skilled Trades NSG Group•Louisville, KY

18h•Onsite

About The Position

The Service Delivery Manager (SDM) is responsible for the operational aspects of their local Service Center, as well as maintaining and acquiring customers in a customer-focused environment. Working through their team and in collaboration with various departments, the SDM is responsible for maintaining a safety-first culture, fostering employee engagement and satisfaction, meeting financial and operating objectives, and ensuring a high level of customer satisfaction. This role involves driving initiatives for service quality, employee engagement, sales, and managing operational profit. The SDM will continuously engage with customers to understand their needs and develop actions to exceed expectations. They will support the development of new business and grow the client base for Afterglass Replacement North America (AGRNA), with a focus on 'Tailgater' Customers. The role requires managing local resources to meet or exceed Service Center sales and margin targets, while also managing costs for optimal efficiency. A key focus is on the retention and development of both customers and employees. This includes maintaining staffing requirements, hiring and training new staff, monitoring staff performance, overseeing goal setting, and conducting performance reviews. The SDM will assist staff in overcoming obstacles and ensure current business processes align with Japan Sarbanes Oxley (JSOX) and Quality Management System (QMS), proposing improvements to their manager. Inventory management in line with business and JSOX procedures is also a responsibility. The role involves managing teams to meet KPIs, participating in performance reviews, and providing variance analysis and gap closure responses for operational and financial measures. Meeting annual operational and financial goals for the Service Center and adhering to NSG/Pilkington Standards of Business Conduct are essential. Other duties as assigned by the Manager.

Requirements

Strong leadership, interpersonal, verbal, and written communication skills required.
Required proficiency with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook, and Internet Explorer).
Strong focus on Customer while meeting operational objectives.
Familiarity with computer-based inventory control systems.
Proficiency in the English language (verbal and written)
Proactive, innovative problem-solving skills.
High energy, self-starting individual with ability to balance multiple priorities simultaneously.
BS/BA degree and 3 years supervisory experience or 5+ years’ supervisory experience without degree or significant experience (7+years) with Aftermarket Glass Replacement industry along with demonstrated leadership abilities required.

Nice To Haves

Previous Pilkington North America or glass industry experience.
SAP or similar experience

Responsibilities

Re-enforce a safety-first mindset and ensure regulatory compliance.
Drive initiatives and a culture that delivers service quality, Employee engagement, Sales, and Managing Operation profit (“MOP”).
Continuously engage with customers to understand the needs of the Customer and develop and execute actions to meet and exceed these expectations.
Support the development of new business as well as grow the number of clients for After glass replacement North America (“AGRNA”) with a specific focus on ‘Tailgater’ Customers
Manage local resources to meet or exceed Service Center sales targets and margin targets as well as manage costs to optimize efficiency.
Focus on the retention and development of Customers and Employees.
Maintain staffing requirements, hire, and train new staff in line with the annually approved operating plan or agreed exceptions to this plan.
Monitor staff performance, oversee employee goal and objective setting.
Conduct mid-year and year end performance reviews.
Assist staff in overcoming obstacles to accomplishment of work objectives.
Ensure current business processes are delivered in line with the Japan Sarbanes Oxley (“JSOX”) and Quality Management system (“QMS”) and propose changes for improvement to Line Manager.
Ensure inventory is managed in line with Business and JSOX procedures and guidelines.
Manage their respective teams to ensure KPI's are met and participate in periodic performance reviews and be prepared to provide variance analysis for their Service Centers as well as gap closure responses relating to operational and financial measures.
Meet annual operational and financial goals and objectives for the Service Center.
Adherence to NSG/Pilkington Standards of Business Conduct and its Values and Principles.
Other duties as assigned by Manager.